Driving Customer Service Innovation and Business Change with ServiceNow

The Customer Service Innovation is not just about technology but also, about deep alignment with requirements and the result.
Customers today face obstacles, which have resulted in completely different expectations for service performance. The Service teams are looking to IT for enabling them to automate and streamline responses to customer requests and deliver individualised hands-on support in order to fulfil raised expectations and tickets.
This use case is about how we replaced an outdated CRM system with ServiceNow Customer Service Management to enable self-service, automate case management, and transition to Knowledge-Centered Service. We at DxSherpa completely guided and implemented digitization processes and adoption of functionalities.

Key Insights